Hi there,
1st, 2nd, 3rd line support are terms used in the IT industry to make the level of support.
Generally 1st line is the person that take the inital call and tries to deal with it. If they can't deal with it, it gets passed to the 2nd line of support, and if they can't deal with it, it gets passed to 3rd line support etc.
The whole idea is that the cleverest bods do not have to deal with the simple issues.
I say generally, because there are no standards. Each company's IT support levels are different. One company could use 1st line as call taking only, where others only have one level of support.
The uses of these terms are generally of no use outside of a company. Though you will often see them used as buzz words by IT recruitment companies to help market people. (ooo he is 3rd line support he must know what he is doing.. Though in fact he could be 1 of only 3 people in support)
I hope this sort of helps you...
Andy
First line support normally involves dealing with customers, clients or employees directly to resolve their issues. Normally the issues are fairly basic. Second line support should take over a support request once it has been established there is a problem with the supported 'system' and it is not to do with user training, user environment, etc. Second line support will liaise with third line support for any highly technical issues. Second line support is usually the middle-man between first line and third line Third line support is a non-customer focused base of technical staff that will investigate and resolve problems.
The fourth line of a standard five-line limerick rhymes with the third line.
Your body's third line of defense is specific defenses, such as the immune response.
The third line is known as a transversal.
IRT Third Avenue Line was created in 1878.
IRT Third Avenue Line ended in 1973.
Third line drugs are a group of drugs which are deemed in effective or have not been fully tested, third line drugs include: rifabutin, linezolid, arginine and lot's of others.
A lever that is third in line waiting to be lifted!
The third line of defence against pathogens is called the Specific Immune Responce
Third Avenue - BMT Canarsie Line - was created in 1924.
None. A line of symmetry, if it exists, is infinitely long and so a third of the line cannot exist as a separate entity.
communication trench links the front line and first support line trench supports trench.